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Service Operations Management: Improving Service Delivery

Service Operations Management: Improving Service Delivery


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About the Book

"Johnston and Clark's Service Operations Management is an extraordinary textbook that immediately brings operations management to life for all managers."Thomas Christiansen, Assistant Professor, Center for Technology, Economics and Management, Technical University of DenmarkThis international market-leading book provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers. Combining a practical approach with a detailed theoretical underpinning, this book provides tools, frameworks and techniques for operational analysis and improvement and sets operations management within the wider business context, bringing a valuable perspective to this growing area. Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test your understanding and recommended further reading to deepen your knowledge.In this new edition the authors have*explored the links between strategy, operations and performance;*added an even broader spread of case studies, both internationally and by sector;*included more business-to-business coverage;*increased the analysis of the balance between quality, efficiency and productivity. Service Operations Management is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery."Johnston and Clark is an outstanding text and should remain at the forefront of service management texts for the foreseeable future. It has attracted excellent student feedback." Geoffrey Plumb, Senior Lecturer, Staffordshire University"Finally, a book that encompasses and illustrates all the phases of service processes, giving the right emphasis to each rather than focusing exclusively on the marketing aspects of the service context."Andrea Vinelli, Professor of Operations Management, University of Padova, Italy

Table of Contents:
PART ONE: INTRODUCTION1. Introduction to service operations management2. The service conceptPART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS3. Customers and relationships4. Customer expectations and satisfaction5. Managing supply relationshipsPART THREE: SERVICE DELIVERY6. Service processes7. Service people8. Resource utilisation9. Networks, technology and informationPART FOUR: PERFORMANCE MANAGEMENT10. Performance measurement11. Linking operations decisions to business performance12. Driving operational improvementPART FIVE: MANAGING STRATEGIC CHANGE13. Service strategy14. Service culture15. Operational complexity

Review :
"Johnston and Clark's Service Operations Management is an extraordinary textbook that immediately brings operations management to life for all managers." "Thomas Christiansen, Assistant Professor, Center for Technology, Economics and Management, Technical University of Denmark "Johnston and Clark is an outstanding text and should remain at the forefront of service management texts for the foreseeable future. It has attracted excellent student feedback." Geoffrey Plumb, Senior Lecturer, Staffordshire University "Finally, a book that encompasses and illustrates all the phases of service processes, giving the right emphasis to each rather than focusing exclusively on the marketing aspects of the service context." "Andrea Vinelli, Professor of Operations Management, University of Padova, Italy "Johnston and Clark is the textbook of choice for teaching Service Operations Management. Its coverage is balanced and its style induces active class discussion. The end-of-chapter cases are short and inviting while losing nothing essential." Hongtao Zhang, Associate Professor, School of Business and Management, Hong Kong University of Science and Technology


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Product Details
  • ISBN-13: 9780273683674
  • Publisher: Prentice Hall
  • Publisher Imprint: PRENTICE HALL
  • Height: 247 mm
  • No of Pages: 516
  • Spine Width: 27 mm
  • Weight: 998 gr
  • ISBN-10: 0273683675
  • Publisher Date: 03 Mar 2005
  • Binding: Paperback
  • Language: English
  • Returnable: N
  • Sub Title: Improving Service Delivery
  • Width: 189 mm


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